Company Response Review Report Review
Bad service and refusal to answer phone after problem developed. !00% Satisfaction Guarantee,Ha.

Charlie Submitted this review about Quicken Auto Transport LLC
Review made Live: 3/15/2016 4:23:00 PM
Chris DeFilippis of Quicken Auto Transport was initially very helpful. Then, once the dates and delivery were set, he called and asked for pickup and delivery dates two days earlier so the driver could be home for Christmas. I told him nobody would be at our rented condo ahead to take delivery.
He arranged for delivery to a Fort Meyers auto dealer and being Christmas, I agreed to the change.

The contract Chris wrote had the delivery dealer name, address and telephone and my cellphone all completely accurate. Then he asked for advance
payment as I would not be there for the delivery. Chris left for Christmas and on December 24 when we called Eliizabeth told us the car had been delivered.

We took airport transportation to the dealer only to find the car was not delivered, We had 4 other family members with us so had to rent a car. Again,
on December 26 Elizabeth insisted the car was delivered. The supposed transporter finally answered his telephone and initially refused to provide any information until I became insistent. Then he gave the first name, address and telephone 0f the driver who worked for a different company. I called the driver and when he refused to deliver until the 28th, we went to his home about 30 miles away and picked it up. The bill od lading the driver had showed an incorrect contact delivery address, contact person and phone. There was no way the driver could make delivery, Chris was the only person that could have provided the incorrect information as it partially resembled the instructions for delivery before Chris asked for earlier delivery.

I finally was able to reach Chris on December 27 or 28. He apologized and said he was rebating Quickens fee to my credit card and sending me a new
contract for the return trip with no commission for Quicken. When neither happened, I called and he said "we will have to talk about it" and the phone suddenly quit working. I tried contacting Chris on his office phone and cellphone and left messages when he did not answer. I have yet to receive anything for the car rental costs or going to pick up the car. I guess this is the meaning of Quickens 100% Satisfaction Guarantee.
Shipment Details
Origin State:
Minnesota
Pickup:
Early
Destination State:
Florida
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
49847-sf
Quote or Order Cost:
$900

Company Response
Chris from Quicken Auto Transport LLC Submitted this response.
Response Date: 3/15/2016 10:04:00 PM
Charles, We regret that your experience was less than satisfactory. Quicken Auto Transport considers this information serious as we continuously strive to provide exceptional service from start to finish. In regards to your review- we believe that there are a several key points that you neglected to mention. We would never, ever ask for full payment. The reason we accepted the payment in full, was due to the fact that you were not going to be in Florida to receive and pay for the vehicle. We typically only extend this option for active military, but made an exception to help you out. Also, you were flying in on Dec. 24th and you wanted the car delivered on Christmas Eve. We made every possible attempt to make this happen- we even arranged for a local car dealership to take delivery of your vehicle in your absence. Unfortunately, the dealership closed early on Christmas Eve so the driver continued on to South Florida, because there was no one available to receive the vehicle. We reimbursed the deposit and you requested a quote for us to ship your vehicle back to MN. After we provided you with a return quote, you demanded additional discounts for the rental car fees and for being inconvenienced. I do remember you threatening to leave us a bad review if we didn't ship your car back for $300, so here we are. As a company we facilitated more than 138 calls both inbound and outbound to your telephone numbers. While we strive for exceptional service with every vehicle we transport, we will not be extorted. We went above and beyond the call of duty for you and your family. Please read the rest of our excellent reviews, for an accurate depiction of the level of service you can expect when working with us. For a Quick Quote please call 813-445-8848 and Press 1